Customer Success Operations Analyst

Summary

Join Aisera, a leading AI Copilot solutions provider, as a Customer Success Operations Analyst. You will enhance the efficiency and effectiveness of our Customer Success team by developing key operational metrics, optimizing processes, and providing data-driven insights. This role involves supporting multiple business units, partnering with leadership, and collaborating cross-functionally. The ideal candidate possesses strong analytical skills, experience with CS operations, and proficiency in various tools. You will contribute to customer retention and growth by streamlining workflows and implementing automation. Be a part of a dynamic team revolutionizing the industry.

Requirements

• 3+ years of experience in Customer Success Operations, Revenue Operations, or a related field
• Proficiency in platforms like Gainsight, CRM tools like Salesforce, Project Management Tools like Rocketlane
• Strong analytical skills with experience using BI tools (e.g., Tableau, BiqQuery) and Excel/Google Sheets
• Excellent problem-solving abilities and a process-oriented mindset
• Ability to work cross-functionally and communicate effectively with stakeholders at all levels
• Experience implementing automation and process improvements within CS teams
• Familiarity with customer journey mapping and segmentation strategies

Responsibilities

• Develop and maintain key CS operational metrics, dashboards, and reports to track team performance and customer health
• Optimize CS processes and workflows to drive efficiency and scalability
• Own the administration and enhancement of Customer Success tools (e.g., Gainsight, Salesforce, Zendesk, Tableau, etc.)
• Partner with CS leadership to identify trends, analyze churn, and provide actionable insights
• Support customer segmentation and playbook execution to ensure proactive engagement strategies
• Collaborate cross-functionally with Sales, Marketing, Product, and Finance to align CS initiatives with business objectives
• Standardize and automate key processes, such as renewals, onboarding, and escalation tracking
• Manage and refine customer health scoring models to improve predictive analytics
• Train and enable the CS team on best practices for data-driven decision-making and tool utilization

Preferred Qualifications

• Experience in SaaS or technology companies
• Knowledge of SQL or other data query languages
• Understanding of revenue retention metrics (NRR, GRR) and forecasting methodologies